Resolved at/Resolved by not populated on incident

[Mayank Udapurka]

Hello,

We have created the business rule in which we are setting incident state and state as resolved automatically if the category is Inquiry.

 But resolved at and resolved by is not populating automatically.

I have tried adding the current.update(); in business rules but it shows policy violation. How can I populate these fields automatically.

Thanks you in advance!

[JP - Kyndryl]

Hi Mayank,

OOTB these fields are filled by the following BR:

The Order is 100.

Make sure that your own new BR is before 100, in order to complete before the OOTB one.

Regards.

JP

[AshishKM]

Hi,

The OOTB BR ( mark_resolved ) has all required field to be update for Resolved By and Resolved At.

As your incidents are auto closed the, please make the arrangement for below line :

current.resolved_by = gs.getUserID(); // replace this line with some service account user.

Thanks,

Ashish